Seek professional terms and explanations of hotel industry! ?

Hotels (or hotels, hotels) are places that mainly provide short-term accommodation for tourists. In addition to providing accommodation, hotels usually provide restaurants, swimming pools or take care of children for guests. Some hotels also provide conference facilities to attract business organizations to hold meetings, interviews or press conferences. The banquet hall of the hotel can hold weddings, dances and other activities.

The main difference between hotels and motels is that motels usually have separate entrances and exits to connect rooms, while hotels generally have to go through the gate and lobby to enter rooms, which is more luxurious and comfortable.

Historical evolution of hotels

The emergence and development of hotels have a long history, which has a history of thousands of years. Modern hotels evolved from China's post station, caravan inn in the Middle East, shed in ancient Rome, roadside hotels in Europe and coach inn in the United States.

Development of world hotel industry

Modern hotels are developed on the basis of traditional catering and accommodation industry, and their development process can be roughly divided into four periods:

1. Ancient inn period (12nd century-18th century)

Inn is gradually developed with the development of commodity production and commodity exchange. The earliest inns can be traced back to the end of primitive society and the beginning of slave society, which were produced to meet the needs of diplomatic exchanges, religious and business trips and cruises of emperors and nobles in ancient countries.

In the west, the inn has existed for a long time as an accommodation facility, but it really became popular in15-18th century. At that time, although logging was quite common in many European countries such as France, Switzerland, Italy and Austria, British inns were the most famous.

The characteristics of the inn are: generally small in scale, simple in construction, simple in equipment and low in price; Only provide simple accommodation, rest places or transportation such as horses and chariots; In terms of service, guests often sleep together in the inn and eat almost the same home cooking as the host. At that time, these residences were just a place to rest and there were no other services; In terms of management, there are mainly government-run shops and some privately-run shops: that is, the independent family business is a part of the family house, the family is the owner and operator of the inn, and no other personnel specialize in guest login management. Later, with the development of society and the increase of the types of tourism activities, the scale of the inn is also expanding day by day, and the types are also increasing.

In the later period, the British inn was greatly improved. By the15th century, some inns had 20 to 30 rooms. At that time, there were often wine cellars, tea rooms and kitchens, as well as rooms for shopkeepers and horse owners. Many ancient inns also have garden lawns, banquet halls and dance halls with fireplaces.

At this time, British inns are already places where people get together and exchange information with each other. In fact, in the18th century, inns in many parts of the world were not only places where passers-by stayed, but also centers of local social, political and commercial activities.

It can be said that these simple accommodation facilities are not hotels in the full sense, but the embryonic form of hotels.

2. Luxury Hotel Period (1end of 8th century-1middle of 9th century)

With the emergence and development of capitalist economy and tourism, tourism began to become an economic activity, and luxury hotels serving the upper ruling class came into being.

There are many accommodation facilities named "hotels" on the European continent. Whether it is luxurious architectural modeling or elegant interior decoration; Whether it is luxurious equipment, exquisite tableware, or various forms of service and catering, it is the result of the commercialization of the lifestyle of princes and nobles in the past. The purpose of the hotel is not so much to provide accommodation for tourists as to provide luxury enjoyment for tourists. So people call this period the luxury hotel period (also called the grand hotel period).

It is generally believed that the first accommodation facility in Europe that can really be called a hotel is the Badian country villa built in Baden, Germany. Subsequently, many European countries built large-scale buildings and rushed to build luxury hotels. At that time, there were quite a few representative hotels, including 1850 Paris Hotel, which was built in Paris. Caesar Hotel opens in Berlin1874; Frankfurt Hotel 1876 opened in Frankfurt, and Lunjiao Sava Hotel 1889 opened.

19 At the end of the 20th century, some luxury hotels appeared in the United States, among which the hotel run by Swiss hotel owner Cesar Ritz can be said to be the most representative hotel in the era of luxury hotels. The restaurant he built and operated and his own name became synonymous with the most luxurious, advanced and fashionable. Ritz's innovation and efforts in hotel service, hotel management rules and practical experience have been inherited and used for reference by top hotels all over the world, and its famous management motto "guests are never wrong" has been passed down from generation to generation by many hotel entrepreneurs.

The characteristics of luxury hotels are: large scale, luxurious building facilities and exquisite decoration; Supplying the most exquisite food and the most upscale furniture, many luxury hotels have become the treasures of contemporary and even world architectural art, with clear division of labor and cooperation within the hotel, strict requirements for service work and service personnel, and emphasis on service quality; The emergence of specialized management organizations in hotels has promoted the development of hotel management and its theory. Luxury hotels are the result of the new affluent lifestyle and the commercialization of social activities.

3. Commercial Hotel Period (19-late 1950s)

The period of commercial hotels is the most active period of hotels in the world. It is an important stage in the development of the hotel industry, which finally makes the hotel industry a service industry for ordinary people and lays the foundation for the modern hotel industry in all aspects.

At the beginning of the 20th century, the world's largest hotel owner appeared in the United States, and he was ellsworth Milton statler. 1908, statler built the first statler hotel in Bafaro, USA, which was designed by himself and named after him. The hotel is specially designed for travelers, which adapts to the market demand and creates a new hotel. The price conditions are affordable for ordinary people, but it does provide the best service in the world and opens a new era for the development of the hotel industry.

Statler has many innovations and initiatives in hotel management: he manages his own hotels according to unified standards. Whether you go to Boston, Cleveland, new york or Buffalo, as long as you stay in a hotel in statler, standardized service can be guaranteed; His hotel has all-night laundry, automatic ice water supply, toilet seat disinfection, newspaper delivery and other services; Pay attention to management art, improve service level, and personally formulate (statler Service Manual), which is a precedent for modern hotels. Statler's hotel management thought and scientific, reasonable, concise and appropriate management methods such as "location first, location second and location third" still inspire the hotel industry and have an important influence on modern hotel management.

The basic characteristics of commercial hotels are as follows: first, the service object of commercial hotels is ordinary people, mainly for receiving business guests, with large scale, complete facilities and services, stressing comfort, neatness, safety and practicality, and not pursuing luxury and luxury. Second, implement a low-price policy to make customers feel that the charges are reasonable and the money is well spent; Thirdly, hotel operators and owners are gradually separated, and hotel business activities are completely commercialized, paying attention to economic benefits and taking profit as the goal; Fourthly, hotel management should gradually move towards scientific and efficient, pay attention to market research and market target selection, train employees and improve work efficiency.

4. Modern new hotel period (after 1950s)

After World War II, with the worldwide economic recovery and prosperity and the rapid population growth, international mass tourism appeared in the world. The progress of science and technology has greatly improved the traffic conditions and created conditions for travel. With the improvement of labor productivity and people's disposable income, the demand for traveling abroad and enjoying hotel services has expanded rapidly, which has accelerated the popularization of tourism activities and the frequent political, economic and cultural exchanges among countries around the world. This change in social demand has prompted the hotel industry to enter the modern hotel period.

In the 1960s, large-scale motels began to appear in various places, and gradually developed into cities. The buildings were getting higher and higher, so it was difficult to distinguish motels from ordinary hotels, and their luxury was much higher than that of similar hotels. Bright and dazzling interior decoration is used to attract customers. Tile bathroom, carpet, air conditioner, swimming pool, etc. They are all necessary standard facilities in every hotel. By the mid-1960s, the joint venture and franchise of motels had developed rapidly, and the quality of a hotel's operation largely depended on the mutual recommendation of customers among hotels in the joint venture network.

During the period of modern new hotels, the developed areas of hotels are not limited to Europe and America, but all over the world. The hotel industry in Asia has developed since 1960s, and its scale, grade, service level and management level are not inferior to those in Europe and America. In the authoritative selection of the top ten best hotels in the world organized by American (institutional investor) magazine every year, Asian hotels often account for more than half, ranking among the best. Oriental Hotel Bangkok, Thailand, managed by Mandarin Oriental Hotel Group in Hong Kong, has topped the list of the top ten best hotels in the world for more than ten years in a row. In the Asian hotel industry, large hotel groups have emerged, such as Okura Hotel Group in Japan, Shindagu Hotel Group in Japan, Mandarin Oriental Hotel Group in Hong Kong, Regent Hotel Group in Hong Kong, Shangri-La Hotel Group in Singapore and Mandarin Hotel Group in Singapore. These hotel groups not only invest or manage hotels in Asia, but also expand to Europe and America.

The main characteristics of modern hotels are: the diversification of tourism market structure promotes the diversification of hotel types (such as holiday hotels, sightseeing hotels, business hotels and member club hotels); The diversification of market demand leads to the constant change of hotel facilities and more flexible management methods; The high profit of hotel industry intensifies the market competition, which makes hotels unite with other industries or move towards chain operation and group operation; The revolution of modern science and technology and the development of scientific management theory make modern hotel management more scientific and modern.

The Development of Hotel Industry in China

China is an ancient civilization, and it is also one of the earliest countries in the world where hotels appeared. In ancient China, there were official "post stations" in Shang Dynasty more than 3,000 years ago. This is the oldest government-run accommodation facility in the history of China.

1. China ancient hotel industry

During the Zhou Dynasty, in order to facilitate the 7 1 vassal state to pay tribute to the Wangs, a "guest house" was built on the road for guests to stay. These stations or guest houses are the oldest accommodation facilities in the history of China. It is mainly set up to meet the basic survival needs of all kinds of official, commercial, diplomatic and military personnel-accommodation.

During the Warring States period, due to the progress of agriculture and handicrafts and the development of commerce, the folk inn industry was initially formed and continuously developed and improved. In the middle of Han Dynasty, with the development of foreign trade, more than 180 "group operas" were built in Chang 'an City to accommodate foreign envoys and businessmen. During the Northern and Southern Dynasties, "geoelectricity" appeared, providing accommodation, inventory and transactions for businessmen. In Song Dynasty, there were many hotels, such as Wentong Pavilion, Datong Pavilion and Laibin Hotel. These accommodation facilities not only provide rooms, but also provide meals, drinks and hot water for bathing at night. It can be said that these folk inns and hotels are Zou-style hotels in the modern sense.

2. Modern hotel industry in China.

China was invaded by foreign imperialism in modern times and became a semi-colonial and semi-feudal society. At that time, there were not only traditional hotels, but also western-style hotels and Chinese and western-style hotels.

Western-style hotels are the general name of hotels built and operated by foreign capital at the beginning of 19 century. This kind of hotel is large in scale, gorgeous in decoration and advanced in equipment. Its managers are from Britain, France, Germany and other countries. The reception targets were mainly foreigners from China, including the upper class and dignitaries in China at that time. Representatives are: Six Kingdoms Hotel in Beijing, Beijing Hotel, Lishunde Hotel in Tianjin and Richard Hotel in Shanghai. These hotels not only provide basic accommodation, but also have recreation rooms, bathrooms, barbershops and so on. They are the foreign part of China's modern hotel industry, the product of imperialist powers' invasion of China, and serve the politics, economy and culture of imperialism. On the other hand, the appearance of western-style hotels has promoted the development of modern hotel industry in China, and brought the architectural style, equipment configuration, service mode and management theory and methods of western-style hotels to China.

Chinese and Western-style hotels are a large number of new-style hotels that combine Chinese and Western styles, driven by Western-style hotels and invested by China national capital. This kind of hotel is influenced by western-style hotels in architectural style, in-store equipment, service items and management methods, and imitates the model of western-style hotels in management system, and implements joint ventures with banks, transportation and other industries. In the 1930s, the development of Chinese and western-style hotels reached its peak, and such hotels could be seen in major cities at that time. Chinese and western hotels combine the management concepts and methods of European and American hotels imported from China with the reality of hotel management environment in China, which has become an indispensable part of modern hotel industry in China and laid a good foundation for China hotel industry to enter the modern hotel era.

3. Modern Hotel Industry in China

The development history of modern hotel industry in China is not long, but the speed is amazing. After liberation, provincial capitals, municipalities directly under the Central Government and scenic spots all over the country have established a number of hotels and guest houses by rebuilding old hotels, whose main functions are to recuperate cadres and receive official visits. Profit is not the main business purpose of these hotels. Since 1978, China began to implement the policy of opening to the outside world, and vigorously developed tourism, creating an unprecedented good opportunity for the rise and development of modern hotel industry in China.

With the expansion of industry scale and the improvement of facilities quality, the management concept of China hotel industry has also undergone qualitative changes, and the management level has been rapidly improved. From 65438 to 0978, the hotel industry in China experienced four stages of development:

The first stage (1978- 1983), from reception management of public institutions to business management of enterprises. Most of the hotels in this period were transformed from the former senior government guest houses. Financially, they implement the system of unified revenue and expenditure and expense reimbursement, and basically do not turn over profits without any risk. The service only provides simple accommodation, not to mention all kinds of services to meet the requirements of guests. There are neither indicators nor plans in operation. Therefore, as a hotel, there is neither pressure nor vitality, which is extremely disproportionate to meeting the requirements of international tourism development and increasing foreign exchange for the country.

The second stage (1984- 1987) is from experience management to scientific management. From 65438 to 0984, China hotel industry popularized the scientific management method of Beijing Jianguo Hotel in the whole industry, and embarked on the track of scientific management in line with international standards, which was the second step in the development of China hotel industry. The process of enterprise management began to accelerate, the scientific management system began to take shape, the management methods were flexible and changeable, the vitality of the management team was enhanced, the service quality was significantly improved, and the economic and social benefits were significantly improved.

In the third stage (1988- 1994), the hotel industry in China entered a new stage of internationalization and modernization management by absorbing the international common practices and implementing the star rating system. In order to make China's fast-growing hotel industry develop in a standardized and orderly way and connect with the international hotel industry, in September, 1988 was approved by the State Council, and the National Tourism Administration promulgated the hotel star standard, and began to evaluate the star rating of foreign-related hotels. On the basis of a lot of investigation and research on the hotel industry at home and abroad, referring to international standards and China's actual situation, China's hotel star standard is formulated under the guidance of experts sent by the World Tourism Organization. 1993 was approved by the state bureau of technical supervision and set as the national standard. Hotel star rating is the common language of international hotel industry. The star-rated hotel system in China can make the service and management of hotels in line with international practices and standards. Star rating is not only the need of the development of the objective situation, but also the need to make China's hotel industry enter a new stage of standardization, internationalization and modern management.

In the fourth stage (1994), the hotel industry in China gradually moves towards specialization, collectivization and intensive management. Since the 20th century, many famous international hotel management groups have entered the hotel market in China, showing the superiority of professional and group management and the development trend of modern hotels to the hotel industry in China. From 65438 to 0994, hotels in China have formed a certain industrial scale. With the approval of the National Tourism Administration, China set up its own hotel management companies in the first batch, which injected new vitality into the rapidly rising hotel industry in China and guided the hotel industry in China to develop in the direction of specialization and group management. In addition, in the middle and late 1990s, the total hotel industry in China increased rapidly. Affected by changes in the international and domestic economic environment, the operating efficiency of the hotel industry has declined. "Taking the road of intensive development has increasingly become the knowledge of the hotel industry, which requires the hotel industry to change from simply pursuing total expansion and focusing on extension development to pursuing quality and efficiency and strengthening connotation development.

The characteristics of the hotel industry in this period are: (1) various forms of alliances were implemented: for business needs, in order to improve the booking and promotion effect, many hotels implemented various forms of alliances; (2) Diversification of investment forms: In order to meet the needs of the continuous development of tourism and the opening-up economy, the hotel industry has adopted various channels to raise funds and built a number of hotels with modern facilities and services. (3) Modernization of facilities and services: In order to adapt to the diversified development of modern tourism and meet the needs of all kinds of foreign tourists, China has built a number of hotels with novel buildings and complete facilities with reference to the hardware standards of foreign advanced hotels and the characteristics of China ethnic architecture. They not only have basic accommodation facilities, advanced entertainment, fitness, shopping and other facilities, but also provide various services that foreign guests should have, which are constantly enriched and improved. ④ Increasingly advanced management: Hotel management in the new period introduces foreign advanced hotel management theory and experience, combines the actual situation of hotel management in China, absorbs the advanced experience of enterprise management in other industries in China, explores and creates advanced hotel management systems and methods, and constantly improves and perfects them.

Services and facilities

The basic equipment of a hotel room includes bed, wardrobe, coffee table, telephone, TV and alarm clock. There is also a refrigerator with all kinds of drinks, wine and snacks. All these things need to be charged and paid at checkout. The room is also equipped with an electric kettle, cups and coffee, tea bags, milk, sugar and so on for guests to use. Except for very cheap hotels, rooms usually have separate bathrooms with toilets, bathtubs and showers. More advanced hotels also have internet access, which may require an extra charge.

grade

The price and quality of a hotel are usually determined by the services it provides. Since the end of the 20th century, due to the sharp increase in the number of global tourists, the service level of hotels has also improved a lot. Generally, all countries in the world use the star system to classify hotels from one star to five stars.

Hotel Famous

Famous hotels around the world are famous for holding special events or staying with important people through their unique traditions. For example, the schloss Sesilianhoff Hotel in Potsdam is famous for the Potsdam meeting held by Churchill, Truman and Stalin in 1945 during World War II. Other hotels may have special dishes or drinks, such as Waldorf Astoria in new york, USA; Raffles Hotel in Singapore invented cocktail sling in Singapore. Sacher Hotel in Vienna, Austria is the birthplace of Sachertorte.

There are also some hotels that come into people's minds through popular culture, such as hotel ritz in London and Chelsea Hotel in new york, which are all famous for their lyrics. The two hotels themselves are visited by many celebrities. Other examples are Beverly Hills Hotel and Castle Mamont Hotel in California.

Other hotels famous for their luxury and unique traditions include Peninsula Hotel in Tsim Sha Tsui, Mandarin Oriental Hotel in Central and Sailing Hotel in Dubai.

Development trend of modern hotels

With the development of modern economy and science and technology, the competition in the hotel industry is becoming increasingly fierce, showing a new development trend.

Five development trends of world hotel industry

1. Personalized service

2 1 century, the hotel industry will develop from standardized service to personalized service, but it does not mean that the hotel industry will give up standardization. Standardization is the necessary foundation of hotel quality service, but standardized service is not the highest realm of quality service; Real quality service is personalized service based on standardized service, and it is completely quality service.

And with the progress of society and the development of technology, people's demand for humanized service is getting higher and higher. Personalized service that meets people's respect and personal special needs is the highest level service that conforms to the development trend of modern hotels. In this regard, advocating the "golden key" service with the purpose of providing professional personalized service and creating high added value has its unique potential, which is also the new trend of hotel industry development in the 20th century.

2. Diversification of customers

2 1 century, the hotel industry will face more diversified customers. Including: diversification of customer composition; Diversification of customer regions and customer needs.

3. Group management

In the 20th century, many multinational hotel groups appeared in the world, such as Holiday, Accor, Marriott and Hilton. The largest 200 hotel groups basically monopolize or dominate the hotel market. In the competition of hotel industry, hotel groups have obvious advantages over independent hotels.

4. Wide application of high and new technology

The sustained development of high-tech represented by modern information technology in the past 20 years has had a far-reaching impact on the hotel industry. The prosperity and competitiveness of the hotel industry will depend on the application of high technology to a greater extent. In the 2 1 century, high technology will play a greater role in the management, service and marketing of the hotel industry.

5. Create a "green hotel"

At present, the hotel industry as an important part of the tertiary industry, driven by the global green tide, the awareness of environmental protection in hotel management has gradually become the knowledge of employees and consumers. Establishing "green hotel" and taking the road of sustainable development have become the inevitable choice for the development of hotel industry in the 20th century. "Green management" with environmental protection and resource conservation as the core has also become a major concern of the global hotel industry.

The basic contents of establishing "green hotel" and implementing green management can be summarized as "5R principle: research; Reduce; Circulation; Substitution; Protect. It can be predicted that a large number of "green hotels" will advocate green consumption in the future, and providing green services will become the main service products of hotels.

To sum up, personalized service, diversified guests, group management, wide application of new technologies and green hotels will be the five major trends of hotel industry development in the 2 1 century.